Java Support - DCS - T2

Role 2 - DCS Non-Mobile Lead
Lead role requirement: 6+ yrs of total exp with 4+ yrs of Java exp and 2+ yrs lead role exp Production support in 24x5 shift model Location - Hyderabad Job Description: As a Technical Lead, you would lead the support team from the overall support activities perspective and would moderate, answer, and escalate technical support questions from the developer community through Google forums, email, and Googler created internal issues Minimum Qualifications: Excellent Communication Skills (English Writing & Speaking) - Versant Score of greater than 60 6+ years coding/technical support experience in Java (SOAP/REST APIs,SQL, Unix/Linux Bachelors/ masters degree in computer science Sound knowledge of Google GSuite (Gmail & Drive) should work in 24 x 5 support model Preferred Qualifications: Good to have knowledge on Google Ad Manager API (or/and) Google Analytics API (or/and) DBM API (or/and) DV360 API (or/and) Content API Working knowledge of Google Spreadsheets Good to have knowledge of .NET, Python, Perl, Ruby and PHP Thorough understanding of the online advertising ecosystem Prior experience on Google AD Manager product will be an added advantage. Key Responsibilities: Ability to debug/reproduce user issues in-code, and develop examples to prove functionality or lack thereof Provide technical support via emails/forums for the specialized Product Areas Manage and resolve technical support cases with a high degree of technical complexity for Google Ads products Manage the shift team meetings and review checkpoints as per the process guidelines Support shift team for any technical and process related issues Review L1 agents cases and provide suggestions/improvements Respond to customer-reported issues in a timely manner, per service level agreements. Communicate progress of resolution/status in a timely fashion, per service level agreements Manage escalations and expectations, for both customers and internal staff. Timely and Valid escalations of issues to L2 Team. Follow established support processes and procedures Work effectively and manage team queue and bugs with minimal supervision